IT Problem Specialist - ITSM

A leading global business seeking an experienced IT Problem Specialist to enhance IT service reliability and drive continuous improvements within ITSM.

Job Description

1. Oversee the end-to-end problem management process, ensuring best practices and adherence to ITIL standards.
2. Identify recurring IT issues, analyze trends, and implement long-term solutions to reduce incidents and improve service stability.
3. Drive continuous improvement initiatives by optimizing ITSM processes and collaborating with key stakeholders.
4. Develop and maintain problem management dashboards in ServiceNow Performance Analytics.
5. Lead problem review meetings with IT service owners to ensure thorough root cause analysis and resolution.
6. Maintain a knowledge base of known errors and workarounds to support IT teams in incident resolution.
7. Provide training and guidance to IT teams on problem management best practices.
8. Support ServiceNow enhancements and upgrades, ensuring process efficiency and automation where possible.
9. Develop and present regular reports on problem management KPIs and trends to senior leadership.

1. At least 5 years of overall experience in ITSM, with expertise in problem, incident, change, or major incident management.
2. Hands-on experience with ServiceNow is preferred, but open to any other ITSM tool.
3. Strong knowledge of ITIL best practices (ITIL v3 or v4 certification required).
4. Experience in driving process improvements, analysing problem trends, and implementing proactive solutions.
5. Ability to manage and influence stakeholders in a global IT environment.
6. Background in IT Service Desk or IT Operations, having progressed into an ITSM role.